The Concierge: Providing Exceptional Guest Services

In this engaging course, you will explore effective communication techniques, hone your problem-solving abilities, and gain in-depth local knowledge to exceed guest expectations.

We believe everyone is capable of delivering outstanding service when equipped with the right tools and mindset. Our course is structured to support diverse learning styles and foster an inclusive environment where every participant feels valued and inspired.

What you will learn:

• Introduction: Kick off your journey with an overview of the concierge role.
• Access and Update Guest Information 

• • Sources of Guest Information: Learn effective ways to gather and manage essential guest data.
  • Sharing Information: Develop collaboration skills to enhance service delivery.
  • Identifying Opportunities: Discover strategies for proactive problem-solving and opportunity recognition.
• Provide Information to Guests

• • Understanding Guest Needs: Master techniques for identifying and meeting guests’ expectations.
  • Scope of Information: Expand your local knowledge to provide comprehensive support.
  • Providing Assistance: Deliver exceptional service by addressing guest inquiries effectively.
• Seek Feedback on Information Provision 

• • Seeking Feedback: Improve your service by actively seeking and analyzing guest feedback.
  • Verbal and Written Feedback: Understand how to gather and utilize feedback from guests.
  • Sharing Feedback: Learn how to implement improvements based on guest insights.

Embark on this transformative learning experience and equip yourself with the skills to become an indispensable part of your hotel’s success story.